Loading - Grey Screen in Software – vanspace

If, after launching your software a grey screen appears as shown below, this would at first suggest a connection issue.

A strong internet connection is needed when launching the software so that our verification server can be connected with, and log in verified.

A grey screen before inputting login details can be a signal that this connection has not been possible.

✅ STEP 1- DISABLE ANY VPN BEING USED

❌ VPN's are not recommended as they disguise information needed to connect, please disable.

✅ STEP 2. REBOOT YOUR ROUTER

Disconnect and reboot your internet connection, then try again.

✅ STEP 3. CONDUCT A SPEED TEST

If the issue is not resolved after step 2, to check the speed of your connection, please go to https://www.speedtest.net/ and click GO.

If you are not sure if your connection is strong enough:-

1. Copy and pasts the URL of your speed test result and send it to our Support Team How to contact vanspace3D
2. Confirm the country that you are connecting from.
3. Confirm your connection method, wifi, 3G/4G, Cable etc.
4. Confirm your ISP ( Internet service provider )

✅ STEP 4. VPN OFF AND CONNECTION FINE? CONTINUE TO STEP 5

If all steps have been completed above and the issue continues, we will need to look at the permissions of the following:-

✅ Anti Virus
✅ Windows Defender Security/ Defender
✅ Firewall
✅ Network-Wide AdBlocker (such as Pi-hole)

✅ STEP 5 - RE-INSTALL THE SOFTWARE

To ensure that you are using the latest update and complete any steps needed dependent on the existing version that you are using, follow this guide. Update V3.02 released 20/10/2021

❗ Please pay particular attention to

✅ A. Any steps required relating to previously saved layouts.
✅ B. Hard refresh on the Downloads page Mac Users use Command + Shift + R and Windows Users use Control + Shift + F5
✅ C. Downloading via Chrome

✅ STEP 6 - CHECK ALL PERMISSIONS AND SETTINGS ON YOUR SYSTEM BEFORE LAUNCHING

The good news is that you have a great protection setup and your Antivirus/Firewall/Windows Defender would have done its job during the downloading process. Depending on how high you have set your protection, if you experience any of the mentioned issues when loading, you will need to give your protection permission to allow our software to run.

✅ Please follow the appropriate guide below to ensure all settings allow you to run your software.

Mac users - Mac - Permissions and Creating an Exclusion
Windows users - Windows - Permissions and Creating an Exclusion

❗ Again it is essential to follow every step in the guides above.

✅ STEP 7 - LAUNCH SOFTWARE

✅ When launching the software, hold down SHIFT + ENTER. This will force the software to accept any updates and also clear its cache.

Login should now be straight forward and your software will launch.

❗ STEP 8 - STILL EXPERIENCING A GREYED OUT SCREEN?

After following all steps in this guide and the software screen is still greyed out, we will need to make sure all steps in the exclusions guides were followed.

We will also look closer at anything that you are running that could block at the Network level. In particular VPN's, Firewalls and network-wide Adblockers.

❗ Please contact us with the following information, in FULL How to contact vanspace3D

✅ 1. A screenshot of your system specs, if unsure where to locate please follow the appropriate guide below

Mac - Mac Basic Information
Windows - Windows Basic Information

✅ 2. A screenshot of what is happening on the software screen.

✅ 3. Details of which particular security protections you are running and the provider.

Anti Virus
Firewall
Windows Defender
Windows Defender Firewall
VPN and was this disabled?
AdBlockers and was this disabled?

✅ 4. Details of any steps that were not completed within the exclusions guide, and why.

✅ 5. A screenshot of your Firewall exclusions settings

✅ 6. A screenshot of your Firewall advanced settings

Related articles